Complaint Information

1)

Any complaint may be made verbally in the first instance to The Complaint Resolution Officer, Michael John Slemint, who may be contacted on mobile 0418 746 087.

2)

Any complaint not satisfactorily resolved as per (1) above or any complaint in the first instance may be put in writing. The facts relating to the complaint should be in English and typewritten clearly showing the basis of the complaint, the circumstances surrounding same and the specific requirement (if any) for resolution. It must include full return correspondence address and contact details.

3)

The person responsible for handling the complaints for Advance will be the Complaint Resolution Officer, Michael John Slemint. Address all complaints to the above and either post to P.O. Box 1572, Eagle Farm BC, QLD 4009 or fax to 07 3868 4003.

4)

The complaint will initially be acknowledged upon receipt in writing, together with a form advising of other methods of making a claim and any warning which may be applicable, and will be either

a) Accepted in whole or in part and correspondence to that effect will be sent within 14 days of receipt if practicable and upon complainants' acceptance of resolve (where restitution is required) such restitution will be made within 7 days of complainants written notification of acceptance.

b) Rejected, and a response to that effect will be sent in writing with the reasons for rejection.

5)

This agency will initially notify its client of any complaint made against it or its employees and will subsequently advise the outcome of same.
Letter inserts to be sent when initially acknowledging receipt of any written complaint.

1)

There may be time restrictions on making a claim, including a claim against the fund under the act.

1)

Complainants should consider whether or not to seek legal advice.

1)

 Complainants may seek:

i) mediation through the dispute resolution procedures of the Department of Justice and Attorney-General; or

ii) depending on the nature and amount of the complaint, commence an action against the agent in a small claims tribunal or a court; or

iii) contact the Office of Fair Trading, which may commence disciplinary proceedings, or take other action, under the Act.

i)

 Be heard fully in regard to the complaint and assist where possible with a complainants difficulties (where appropriate) such as language and physical disabilities or handicaps

ii)

Know that Advances service guidelines, legislation and licencing conditions has been followed and met

iii)

That Advance will request and provide all material relevant to process the complaint

iv)

Be informed of the result of the complaint and the reasons for that result and that they have the right to an independent review by any of several external means available to them

v)

That Advance will gather sufficient data and relevant material to allow a fair outcome to the complaint

a)

written response (including advice on additional avenues of complaint and resolve) if sent to the complainants address immediately

b)

Able to view our Complaints Policy in its entirety on our website at www.advance-merc.com.au and go to ‘Complaints’ on the sitemap

c)

Know that complaints can be made verbally in the first instance and if necessary be then conveyed by letter, fax or email and at a future date lodge same on our website from within the complaints link

d)

Know that there are no charges or costs to a complainant in lodging a complaint with Advance

e)

Know that any complaint will be researched and responded to speedily and that the complaint will be treated seriously and in confidence in accordance with Privacy Act and regulations

f)

Know that Advance will offer any assistance necessary to complainants to convey the complaint to Advance

i)

the source of the complaint

ii)

the person/persons who are the subject of the complaint

iii)

the outcome of the complaint

iv)

the remedial action (if required) as a result

v)

the disciplinary action (if required) as a result

i)

recurring and systematic problems resulting in complaints to Advance

ii)

changing (where necessary) procedure guide requirements for staff and/or agents

iii)

any necessary retraining of staff an/or agents